Responsibilities

• Manage, support, co-ordinate and resolve issues relating to the Project Management lifecycle, which includes SAP applications (Project Systems and Timesheet Processing) and non-SAP applications.
• Provide first level support by identifying and resolving system problems and assisting end users as required.
• Serve as contact between service desk, ICT, other administrators, functional support, users and the SAP team who provide third level support and implement enhancements and new solutions.
• Responsible for problem management activities such as issue resolution and root cause analysis, combined with superior customer satisfaction
• Work on and close out tickets in the Hatch Zendesk System, while adhering to SLA’s, standards, and processes for systems at Hatch.
• Manage your assigned ticket queue, and escalate any issues as required.
• Identify and document proactive solutions for recurring issues.
• Monitor integrations with external systems.
• Assist with system testing, training and documentation.
• Maintain current knowledge of relevant technologies as assigned

Qualifications
Skills, Education and Experience

• BA or BS degree in Business or Business and Computer Science / Information Systems or the equivalent Business and Project Management / Project Cost Control application experience
• 3+ years of hands-on experience using or supporting a Project Management / Project Cost Control application
• Understanding of concepts surrounding project cost control   
• Experience in ticket / issue resolution and best practice approaches to user support
• Excellent problem solving/analytical skills and attention to detail
• Strong written and verbal communication skills, excellent interpersonal skills, and customer focus
• Results-oriented, self-starter, capable of working independently and within a team environment to meet deadlines with minimal supervision
• Flexible and able to adapt to changing circumstances or requirements
• Demonstrated ability to learn new concepts
• Ability to effectively interface with staff at all organizational levels